Senior Service Designer

Full Time


About the role

By combining the fast-paced culture of retail with the ever-growing world of ecommerce, Coles Online takes the time and effort out of grocery shopping. With services such as Home Delivery, Click & Collect and smart lockers, we’re always working on new ways to make life a little easier for our customers – no matter where they are.

Our eCommerce function is significantly growing as we continue to invest in delivering the best online shopping experience for our Customers. Our Digital Experience team is now seeking Service Designers to join the team and partner with squads across the end to end online shopping journey. If you want to be a part our eCommerce transformation and see the meaningful and tangible impact your work has on the lives of millions of Australians every week, then do apply now. Please note we are interested in speaking with Service Designers Australia wide

What you’ll be doing

As a Senior Service Designer, you will lead service design initiatives across all areas from planning, research, service design and human-centred design and strive to deliver high quality design outcomes. You will identify, frame and challenge design problems & translate concepts into designs that illustrate the benefits and simplicity despite system complexity.

You’ll also:

  • Champion our customers and know when and how to defend service design choices and research outcomes.
  • Take part in and be able to conduct service design and research critiques to provide high quality design practice and theory to draw out best possible design direction.
  • Contribute to defining the future state vision and value proposition for design using customer centric design thinking and innovation methodologies.
  • Partner with external agencies and suppliers to deliver business objectives and service design & research solutions
  • Be a champion within our Service Design & Research team, continually helping to refine and evolve our service design and research processes, staying up to date on the latest design & technology trends.
  • Collaborate with senior leaders in Product, Engineering & Marketing to tackle complex business problems and design effective solutions.
  • Raise the visibility and understanding of the Service Design and Research practice across the organisation.

Good things you’ll need

We’re after a customer obsessed service designer with a proven track record of planning and delivering large scale service design and research initiatives within leading consumer facing organisations.

You’ll also need:

  • Demonstrated skills in research, usability testing, CX and service design
  • To have contributed to the measurable success of one or more impactful consumer-facing products at scale.
  • Experience conducting qualitative user research and leveraging data to measure the efficacy of product designs.
  • The ability to turn complex and overlapping objectives into clearly defined complementary objectives for teams to execute on.
  • Experience in being a champion in your team to help them understand the company’s overarching mission and setting them up for success by offering learnings
  • Strong people mentorship and coaching skills to help develop and foster creative culture within the service design & research teams.
Melbourne, VIC
Full Time
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